- We are currently seeking a Senior AI Builder & Analyst to support our Customer Support organization

- Customer Support, spanning Core Support, Technical Escalations, and Workforce Management, makes sure our people, tools, and processes are lined up to meet our customers where they are

- As Clio moves further into an AI-first operating model, this role is where that shift is built: the tools, workflows, and collaboration that let a lean team see further and move faster across every function in Support

- This is a builder’s role first. You’re not just analyzing how AI could help; you’re the one building and honing the tools that make it real, then handing off something the team can run

- Designing, building, and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management, closing the gap between “AI could help here” and a tool the team actually uses

- Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning as needs change

- Partnering directly with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process, and prioritizing accordingly; identifying where AI tooling should go next

- Optimizing and maintaining the AI-assisted QA tooling that turns conversation and case data into clear signal on quality and DSAT drivers, working closely with the QA program owner

- Designing dashboards and reporting that make quality trends visible to frontline leaders, not just to Support leadership

- Building and automating reporting on core Support metrics (SLA, occupancy, utilization, shrinkage, repeat contact) wherever a built tool beats a manual process, translating the data into recommendations leadership can act on

- Partnering with People/TAcq, Finance, and Product to keep the tools you build aligned to business growth and workforce planning needs

Benefits





- Specialized learning and development programs and access to an in-house performance coach

- Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor

- Access to pay transparency on all of our global roles

- Company equity for applicable employees

- RRSP-matching in Canada, 401k in the US, and pension plans in Ireland

- Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote

- Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)

- Parental leave options for birthing and non-birthing parents
- A $500 contribution to your child’s RESP

- Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program

- Virtual and In-person Wellness Programs to support mental and physical health

- Paid time for volunteering through our Clio Gives program

- $2000 annual counseling benefit for CAD Clions- 4+ years of experience working in a contact center or SaaS support workplace
- A bias for action and comfort operating without a lot of structure, this role is being built as the team’s scope evolves, not stepping into something fully mapped out

- Hands-on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar
- A track record of translating complex, technical work into something a non-technical stakeholder can act on

- Strong reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or a willingness to get there fast

- Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact) and what actually moves them

- Experience with Talkdesk, Service Cloud, or a comparable contact center platform

- Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment

📌 Senior AI Builder and Analyst (Customer Support) (Burnaby)
🏢 Clio
📍 Burnaby